By Aini Ali, Vice President, Service Technology, ADP | May 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog
Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared, designed to help you navigate your organization’s...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 10, 2024 | CC, CCE, CCS, CCW, CX Blog
The landscape of customer experience (CX) is evolving rapidly and contact center leaders are tasked with managing a dynamic environment where technology innovation is helping reshape management of the customer journey. Amidst this changing environment, it is crucial...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Apr 17, 2024 | CC, CCE, CCS, CCW, CX Blog
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will become between them and their competitors who are further along on the journey. Along their quest, savvy customer...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Apr 16, 2024 | CC, CCS, CCW, CX Blog
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are recognizing that there is a proven correlation between a positive employee experience (EX) and a better customer experience...
By Katherine Ketter, Associate Vice President, Customer Experience, Jefferson Health Plans | Mar 15, 2024 | CCS, CCW, CX Blog
Are You a Battery Drainer or a Battery Charger? We all have amazing opportunities to be someone’s power bank in any given situation. Sometimes the way that we react to a situation could have been different in hindsight. Perhaps we wish we hadn’t rushed our...
By Rohan Sharma, Co-Founder and Chief Product Officer, Campaign AI, Advisor, UCLA Anderson School of Management | Mar 15, 2024 | CCS, CCW, CX Blog
Introduction What’s at the heart of the disruption of the customer experience function that we’re now witnessing? The resounding answer is Generative AI. It doesn’t just enhance customer experience—it redefines it. The journey into the future of customer...
